Oct 14, 2025
Introduction
A high-growth CRM SaaS provider needed a scalable, configurable architecture to support diverse client needs and rapidly deliver white-labeled loyalty features for enterprise customers. Frequent customizations, fragmented authentication systems, and manual content workflows were slowing down time-to-market and impacting adoption. Zapcom modernized the core platform with a middleware-driven architecture that streamlined customization, improved deployment flexibility, and accelerated rollout of loyalty capabilities across global markets.
Problem Statement
The CRM provider experienced mounting operational challenges as client-specific implementations created significant delays and increased engineering effort. Managing multiple authentication sources introduced complexity and hindered enterprise integrations, while the absence of a middleware abstraction layer slowed service evolution. Additionally, manual CMS authoring workflows limited scalability and delayed content delivery. To meet growing demand for white-labeled loyalty programs, the platform needed a modern, configurable foundation capable of supporting rapid customization and large-scale deployment.
Challenges
Excessive customization dependencies.
(Client-specific implementations created engineering bottlenecks and inconsistent release cycles.)
Multiple disconnected authentication sources.
(Identity management varied across clients, increasing integration friction.)
Lack of middleware abstraction
(Service evolution was slowed as business logic was tightly coupled to the core stack.)
Manual CMS authoring
(Non-scalable content workflows limited agility and slowed enterprise onboarding.)
Solutions
What we delivered:
Developed a customer-configurable middleware layer to isolate custom logic.
(Enabled faster customization without impacting the core platform.)
Built a mobile-first architecture to manage business rules at scale.
(Improved performance, responsiveness, and ability to iterate loyalty features rapidly.)
Unified authentication through a single Cognito-driven authorization system.
(Eliminated fragmentation across identity sources and simplified enterprise onboarding.)
Enabled regional deployments with CDN for low latency and availability.
(Ensured consistent performance for users across global markets.)
Transformed CMS authoring using a delegated, headless content model.
(Allowed scalable content updates and reduced operational bottlenecks.)
Business Outcomes
The middleware-driven architecture significantly strengthened the platform’s ability to launch and scale white-labeled loyalty programs. By centralizing customization logic, streamlining authentication workflows, and enabling distributed deployments, the CRM provider achieved measurable operational efficiencies and accelerated enterprise rollout timelines.
Technological Framework
Frontend & Middleware:
React Redux SPA
NodeJS Framework
AWS Amplify
AWS AppSync
Why this setup?
It delivers a scalable, configurable architecture capable of supporting diverse enterprise loyalty needs, enabling flexible deployments, improved performance, and reduced operational overhead.
Authorization & Deployment:
Cognito-driven Authorization
CloudFront CDN
Multi-Region Deployment
Why this setup?
It delivers a scalable, configurable architecture capable of supporting diverse enterprise loyalty needs, enabling flexible deployments, improved performance, and reduced operational overhead.
Backend & CMS:
Headless CMS
AWS DynamoDB
AWS Native Services
Why this setup?
It delivers a scalable, configurable architecture capable of supporting diverse enterprise loyalty needs, enabling flexible deployments, improved performance, and reduced operational overhead.
Takeaway
Zapcom enabled the CRM unicorn to unlock a new phase of growth by introducing a middleware-driven, multi-region loyalty architecture. The transformation reduced engineering overhead, improved deployment agility, and provided the scalable foundation required to deliver white-labeled loyalty experiences for enterprise clients around the world.